Responsibilities

We are looking for a highly motivated and passionate Customer Success Manager (CSM) to drive usage and consumption of customer-owned workloads. This is a customer-facing role; CSMs are expected to own business & technical relationships and customer engagements.

The ideal candidate will have experience working directly with end-customers and in-depth knowledge of productivity/collaboration solutions (Microsoft and/or competitors). Microsoft CSMs work to map business scenarios to technical solutions, understanding and translating customer priorities to desired outcomes, and orchestrating resources to enable the customers’ digital journey. 

CSM’s business & technical credibility enables customers to derive value from the solutions they have purchased, driving consumption of Microsoft 365 and Microsoft Teams workloads, with focus on Teams as a Platform, Viva, and Teams Phone.

Key responsibilities include:​

Driving Intent for Consumption: Actively engage with business and technical decision makers to drive intent for consumption of customer-owned Modern Work workloads.

Guiding Customer Success Strategy: Engage and influence customers’ business and technical decision makers by providing feedback and insights to assist customers in realizing their digital and business transformational outcomes.  Actively listen and respectfully challenge customers to drive the “best” outcomes​.

Driving Consumption: Develop opportunities to drive Customer Success business results by working with customers to ensure they understand Microsoft's Employee Experience & Teams Platform, Teams Phone value proposition.

Customer Trust and Advocacy: Act as the voice of the customer internally, leveraging internal teams to capture feedback, remove blockers, surface insights, and align resources. Provide action based on feedback and advocate on the customer's behalf to drive resolutions.

Technical Development: Demonstrate Self-Learner mindset through continuous alignment of individual skilling to team/area demands and Customer Success goals​. 

Operations and Execution excellence: Manage operational excellence and customer health by ensuring consumption process compliance and managing pipeline. Provide regular updates to account and regional stakeholders on customers' transformation initiatives. Meet or exceed Key Performance Indicators and targets set.

Qualifications

Master's Degree in Business, Engineering, Technology, or related field AND 10+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)

OR

Bachelor's Degree in Business, Engineering, Technology, or related field AND 10+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)

OR

equivalent experience.

Additional or Preferred Qualifications

Master's Degree in Business, Engineering, Technology, or related field AND 10+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, Enterprise Architecture, Technology solutions, change management)

OR

Bachelor's Degree in Business, Engineering, Technology, or related field AND 10+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, Enterprise Architecture, Technology solutions, change management)

OR

equivalent experience.

Prior work experience in other cloud companies such as Amazon, Sales Force, Cisco, Zoom, VMware, Google, IBM, Oracle desired